Philly311 Internship

     I am currently doing an internship for the company Philly 311 as a data analyst. Philly 311 is a call-center company based at City Hall. The company was started in 2008 and strives to provide Philadelphia residents with customer service with city incidents. The main goals of Philly 311 are to connect you (Philadelphia citizens), answer your questions, deliver you faster services and provide information on special events.  The Deputy Managing Director (Rosetta Lue) has been there since the inception of the company. Since her hire she has created programs such as the Neighborhood Liasons, a community empowerment program, the Citizens Engagement Program and also had a hand in the Philly311 mobile app. Currently she is working on implementing a new CRM system for the company using SalesForce which is where my role is played.

Currently Philly 311 is switching their CRM system from NOVO to SalesForce. By doing so they will become much more efficient overall to create better service for the customer and also provide faster information for the City Council representatives. So far I have learned a lot about the SalesForce platform that I knew close to nothing about before. I was responsible for creating reports to be shown as a demo to the mayor as well as creating a basic how to guide for reporting when using SalesForce. I assisted in creating a Flash report and also a Monthly report for service requests for the company (One which can be viewed on the site). I will also be responsible for analyzing the current Agent Performance review and breaking it down in terms of the process, time and resources used to make it more efficient. This project reminds me a lot of the 3504 and 3535 classes that I took part in. In 3504 we had to understand the process of certain businesses to recognize what made them weak and how to make them better. In 3535 we had to understand the time, budget and scope of a project in order to be completely successful.